Director ServiceNow

Responsibilities Customer Engagement & Relationship

• Building and maintaining strong, long‑term relationships with clients at various levels, including CXOs.
• Serving as a primary point of contact and strategic advisor, providing insights on industry trends, best practices, and potential solutions to client challenges.
• Building confidence with TCS customers as the go‑to partner for any ongoing and upcoming Service Now engagements.

• Managing the revenue and profit targets for the assigned accounts to ensure profitable growth.
• Developing long‑term strategic roadmaps for clients and creating account plans to align with their business goals.
• Developing client engagement strategies and roadmaps for Service Now adoption for existing customers.
• Identifying and pursuing new business opportunities, creating proposals, responding to RFPs/RFIs, and driving revenue growth within assigned accounts.

• Working closely with internal teams such as sales, marketing, and delivery to ensure seamless client experiences and successful service delivery.
• Ensuring delivery of services meets client expectations, monitoring key account metrics, and maintaining high standards of governance.
• Proactively identifying and resolving client issues or challenges and managing potential risks to client satisfaction and project delivery.
• Ensuring delivery readiness for new account hand‑offs from sales and solutions.
• Identifying areas of growth and crafting a talent strategy that includes cross‑skilling, up‑skilling, and external hiring.
• Governance of MSP accounts focusing on license consumption, feature upgrades, platform adoption, and joint positioning with the Service Now account executive/team.
• Collaborating with industry and account teams in the region to better position Service Now to solve enterprise and industry challenges.

• People management including hiring, mentoring, and performance appraisals of the reporting team.
• Identifying training opportunities to build competency for the industry/region.

• Supporting practice initiatives and strengthening Service Now capabilities in the region.
• Providing inputs for offerings build and innovation.
• Enabling positioning of TCS as a leading partner of Service Now in the region by participating in regional events, publishing white papers, and leading industry PoVs.

• 12+ years of experience in client‑facing roles, account leadership, or delivery management.
• 7+ years of experience in Service Now modules (ITSM, ITOM, HRSD, CSM, S2P, Sec Ops).
• Strong experience with the global service delivery model.
• Proven ability to lead and motivate teams.
• Stakeholder management, communication, and organizational navigation skills.
• Ability to build and maintain strong relationships with clients and internal stakeholders.
• Hands‑on experience creating and delivering winning proposals and presentations.
• Business development experience (direct, GTM, and partners) supporting new business and account growth.
• Outstanding interpersonal abilities for handling relationships with customers, market teams, and internal experts.
• Strong executive presence and ability to present compellingly to C‑level executives and senior business/technology leaders.
• Financial acumen and budget management experience.
• Strong influential personality with effective negotiating skills.
• Ability to shape, adapt, and improve processes.
• Market connections and solution/pre‑sales capabilities.
• Excellent communication, interpersonal, and presentation skills.
• Industry‑sector experience, analytical capability, and Service Now solution advisory.
• Ability to deal with ambiguity, problem‑solve, and take ownership.

Salary Range: $158,800-$208,500 a year